About the Role
We're looking for an L2 Application Support Engineer to handle the issues L1 can't resolve — deeper technical troubleshooting, root cause investigation, and coordination with engineering when a fix needs to go further upstream.
What You'll Do
- Investigate and resolve escalated incidents that require deeper application, database, or infrastructure knowledge
- Perform root cause analysis on recurring or high-impact issues and document findings for problem management
- Work directly with application logs, databases, and configuration to diagnose issues beyond surface-level symptoms
- Coordinate with L3/engineering teams on issues that require code changes or infrastructure-level fixes
- Maintain and improve runbooks and diagnostic procedures so L1 can handle more on their own over time
- Support change and release activities by validating application health post-deployment
- Meet SLA targets for escalated ticket resolution and keep stakeholders informed on complex, in-progress issues
What We're Looking For
- 4–6 years of experience in application support, with demonstrated experience handling escalated/complex issues
- Solid troubleshooting skills across application logs, databases (SQL), and basic infrastructure/network layers
- Experience with ITSM tools and structured incident/problem management processes
- Ability to read and reason through application code or configuration to diagnose issues, even without being the original developer
- Strong ownership mindset — comfortable staying with a hard issue until it's actually resolved
Nice to Have
- ITIL certification
- Scripting experience (Python, Shell, or PowerShell) for diagnostics and automation
- Experience supporting enterprise applications on cloud infrastructure (AWS, Azure, or GCP)
- Exposure to monitoring/observability tooling (Datadog, Splunk, Grafana, or similar)